Connecting with customers: why brick and mortar isn't enough

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Connecting with customers: why brick and mortar isn't enough

  1. 1. Connecting with Customers Why Brick and Mortar Isn’t Enough Anymore...
  2. 2. What Was Buying Process Then...
  3. 3. What Is Buying Process NOW
  4. 4. What’s Changed? ✤ Sphere of Influence ✤ Accessibility ✤ Frequency
  5. 5. What Influences Modern Consumers? ✤ Social Value (How does this look?)
  6. 6. What Influences Modern Consumers? ✤ Scarcity (Exclusive offers, deals, invite-only)
  7. 7. What Influences Modern Consumers? ✤ Brand Relationships (customer service, offline & online interaction)
  8. 8. What Influences Modern Consumers? ✤ “Pay It Forward” concept (loyalty programs, referrals, sharing)
  9. 9. Accessibility ✤ Make it easy for people to find your brand and stay connected!
  10. 10. How Has Accessibility Changed? ✤ Location-based Marketing
  11. 11. How Has Accessibility Changed? ✤ Social Media
  12. 12. How Has Accessibility Changed? ✤ Mobile Commerce
  13. 13. How Has Accessibility Changed? ✤ E-Commerce
  14. 14. Why Does Frequency Matter? ✤ Real-time conversations ✤ Consistent value ✤ Instant customer feedback ✤ Customer service & support
  15. 15. ✤ Accessibility + Frequency + Influence= DIRECT ROI
  16. 16. Contact: Andrea Walker andrea@wsocialmarketing.com

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